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Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.   |
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CRM and Knowledge Management: Balancing Information and Insight Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous. |
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Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
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KM the Right Way A step-by-step approach that will ensure that your expensive knowledge management system actually gets used. Learn how to judge whether your organization is ready for KM. |
Search Engine Watch
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A Closer Look at Ask's Smart Answers Ask.com has truly differentiated itself with the "Smart Answers" it returns for thousands of queries, offering facts, images and targeted links that respond directly to a searcher's information need. |
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Just the FAQs Where do you go when you need quick Unix advice, and you're nowhere near your man pages? Now you can find them online at a variety of Websites, some of which are hyperlinked to make finding an answer even quicker. Here's a list of online man pages as well as resources for FAQs and how-tos... |
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The Sweet Taste of Success Ben & Jerry's gives the scoop on how it serves up information to its customers using RightNow. |
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Investing in Knowledge Management Financial software developer Advent uses InQuira to show it's what you know and who you know. |
Bio-IT World
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Knowledge Management: Is the Hype Justified? For information to be useful, it needs to be available at the right time. |
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The 2008 CRM Service Awards: Web Self-Service While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin. |
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Thanks for the Memories As Northrop Grumman cut its workforce, the knowledge needed to keep its aircraft flying was in danger of being lost... |
